Talkdesk

Talkdesk

C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.

4.6/5 (563 avis)

Talkdesk - Présentation

Description du logiciel Talkdesk

Talkdesk est la première solution au monde de centre d'appels basée sur un navigateur qui aide les entreprises du monde entier à renforcer leurs relations clients. Plébiscitée par Box, Shopify et des milliers d'autres entreprises leaders orientées clients, elle permet aux agents de disposer d'une vision à 360° des clients.

La solution Talkdesk permet aux entreprises de :
– Avoir des conversations plus personnalisées avec les clients et les prospects ;
– Améliorer la productivité et l'efficacité de l'équipe ;
– Prendre des décisions basées sur les données pour améliorer les indicateurs de performance clés.

La solution offre des intégrations fluides dans les outils commerciaux comme Salesforce, Zendesk, Slack, Desk.com et plus de 20 autres applications majeures. Dotée de centaines de fonctionnalités personnalisables, notamment des flux de travail automatisés, des outils de reporting en direct et un routage basé sur les compétences, c'est la solution de centre d'appels idéale pour les entreprises de toutes tailles.

Talkdesk - Présentation

Prix

À partir de
N/A

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Talkdesk - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Asie, Australie, Brésil, Canada, Europe et 5 autres, Allemagne, Inde, Amérique latine, Mexique, Afrique et Moyen-Orient
Langues
anglais, français, allemand, italien, portugais, russe, espagnol

Captures d'écran

Capture d'écran pour Talkdesk : Talkdesk Customer Activity Feed
Capture d'écran pour Talkdesk : Talkdesk Customer Activity Feed Capture d'écran pour Talkdesk : Talkdesk Historical Reporting Dashboard Capture d'écran pour Talkdesk : Talkdesk Live Reporting Dashboard Capture d'écran pour Talkdesk : Talkdesk for Salesforce Capture d'écran pour Talkdesk : Talkdesk for Zendesk Capture d'écran pour Talkdesk : Talkdesk Callbar

Talkdesk - Avis

Talkdesk - Avis

Note globale
4.6
/
5 563 avis
Excellent
365

Très bien
168

Moyen
20

Médiocre
4

Mauvais
6

Rapport qualité-prix
4.5
Fonctionnalités
4.5
Simplicité d'utilisation
4.7
Support client
4.6
95% des utilisateurs recommandent cette application
Vladimir P.

User-friendly and easy to use

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.


Traduire avec Google Translate
Valdrin T.

Easy to set up and feature full contact center

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.


Traduire avec Google Translate
Utilisateur vérifié

Talkdesk with Weave

We use it for all of our inbound calls for our company and rely on them heavily


Traduire avec Google Translate
Nicole J.

More than your Average Dialer

My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )


Traduire avec Google Translate
Utilisateur vérifié

Worst experience we had

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.


Traduire avec Google Translate
Vladimir P.
Secteur d'activité: Services financiers
Taille de l'entreprise: 201-500 employés
Traduire avec Google Translate

User-friendly and easy to use

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 12/03/2019
Provenance de l'avis : Capterra

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Avantages

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Inconvénients

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Valdrin T.
Secteur d'activité: Restaurants
Taille de l'entreprise: 501-1 000 employés
Traduire avec Google Translate

Easy to set up and feature full contact center

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/03/2019
Provenance de l'avis : Capterra

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Avantages

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.

Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Inconvénients

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.

The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Utilisateur vérifié
Secteur d'activité: Logiciels
Taille de l'entreprise: 501-1 000 employés
Traduire avec Google Translate

Talkdesk with Weave

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 09/02/2020
Provenance de l'avis : Capterra

We use it for all of our inbound calls for our company and rely on them heavily

Avantages

We use Talkdesk for all of our Customer Support calls for Weave. We are able to log notes and dispositions to help us categorize and follow-up on all of our calls.

Inconvénients

Sometimes the Talkdesk caller gives an error of fetching data and won't allow you take any inbound calls. You have to reload the software each time but that seems to solve the error.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Nicole J.
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 2-10 employés
Traduire avec Google Translate

More than your Average Dialer

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 11/12/2019
Provenance de l'avis : Capterra

My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )

Avantages

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline.

If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce.

They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Inconvénients

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk.
The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Utilisateur vérifié
Secteur d'activité: Internet
Taille de l'entreprise: 13-50 employés
Traduire avec Google Translate

Worst experience we had

Publié le 06/11/2015
Provenance de l'avis : GetApp

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Avantages

Nice app, nice design, easy to use, good quality of sound.

Inconvénients

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Traduire avec Google Translate

Réponse de Talkdesk

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Recommandation utilisateur
8.9/10
Basé sur 563 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Talkdesk - Prix

Talkdesk - Prix

À partir de
N/A
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4.5/5
Basé sur 563 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Talkdesk - Fonctionnalités

Talkdesk - Fonctionnalités

API
Chat
Conférences
Conférences vidéo
Enregistrement des appels
Gestion de la communication
Identification de l'appelant
Intégration CRM
Intégration de tiers
Messagerie instantanée
Messagerie vocale
Monitoring
Notifications automatiques
Rapports en temps réel
Rapports et statistiques
Rapports sur les appels
Routage des appels
Suivi des appels
Tableau de bord d'activités
Transfert d’appel
Fonctionnalités
4.5/5
Basé sur 563 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Talkdesk - FAQ

Talkdesk - FAQ

Voici quelques-unes des questions fréquentes sur Talkdesk.

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk :

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Talkdesk ?

Nous n'avons pas d'informations sur les fonctionnalités de Talkdesk.

Q. Qui utilise Talkdesk ?

Utilisateurs habituels du logiciel Talkdesk :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Talkdesk est-il disponible ?

Langues dans lesquelles Talkdesk est disponible :

anglais, français, allemand, italien, portugais, russe, espagnol

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk:

Abonnement

Q. Talkdesk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Talkdesk :

iPhone

Q. Avec quelles applications Talkdesk peut-il s'intégrer ?

Applications s'intégrant à Talkdesk :

Freshdesk, Help Scout, LiveChat, Nimble, Olark, Pipedrive, Slack, Zendesk, Zoho CRM, injixo

Q. Quelles sont les ressources d'aide disponibles pour Talkdesk ?

Ressources d'aide disponibles pour Talkdesk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo